Mark,
What Dave and Eileen (not Ellen) added are true. Eileen has given some good examples of measuring customer satisfaction (in addition to monitoring of complaints ).
The way we have it set up is that when the "complaint" is received, it is categorized the way you indicated. In other words, what did the customer complain about. This is what the categorization is used for.
Then all complaints (as I defined it for us earlier), automatically generate a CAR that requires us to look for the cause of the complaint, as Dave pointed out. In order for us to address the true problem and make sure it doesn't happen again, we need to know the root cause and then address it. Our complaint database is one route into our Corrective and Preventive Action process.
The initial categorization is for a quick eyeball look at where most complaints are being generated and will allow us to measure some degree of effectiveness in their elimination. Although we may eliminate the first root cause of (to use Dave's example) the customer getting red, if we get another complaint like this then there is another root cause at work and we need to address it too! Just because it was one thing the first time, doesn't mean that the same problem can't occur because of a different reason the next time.
The database that we will use to log the feedback and complaints will allow us to monitor the categories of problems so that we can spot trends.
Is that what you were looking for?
If you want more categories, here's a few for "feedback" : Availability of Product/Service, Price, Reliability or dependability of product/Service, Product Information,Product's functional performance and other design,Sales or order processing
Hope this helps.
